Solutions Engineer, Enterprise, West
At a glance
Mid-level Solutions & Sales Engineering role at Factory. San Francisco · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide enterprise customers from pre-contract discussions through pilots, conversion, onboarding, and continued success
- Lead developer training, track customer progress, and communicate status throughout the customer journey
- Recommend products and feature access around each customer's needs and expected value
- Resolve customer technical questions, escalating complex problems to engineering when needed
- Turn customer data and feedback into product improvements with engineering and internal teams
What you bring
- Three to four years of technical experience paired with a demonstrated commitment to customer success
- A bachelor's degree in computer science, engineering, or a related discipline
- The ability to diagnose and solve difficult technical problems in customer environments
- Strong data analysis, communication, relationship-building, and cross-team collaboration skills
Who this fits
You’ll suit a customer-facing technical role that combines developer training, troubleshooting, product guidance, and engineering partnership. The work is based onsite in San Francisco and calls for someone proactive who can learn quickly and operate in a fast-changing startup setting.
From the employer
About the Role
Factory is looking to hire an Enterprise Solutions Engineer to play a crucial role in ensuring customer success and enhancing our product experience.
Customer experience is paramount at Factory. We deliver exceptional experiences for our customers, which stems from one of our core operating principles: Create Obsessed Customers. By providing close support and fostering strong partnerships, we ensure our customers unlock the full potential of our products. As such, we are looking to hire a Solutions Engineer to play a crucial role in ensuring customer success and enhancing our product experience.
What you will do and achieve
Customer Journey Management: Drive end-to-end success for customers from pre-contract signing through pilot and conversion. Lead customers through onboarding, including training sessions with developers. Monitor and communicate the status and progress of customers to ensure their continued success.
Proactive Customer Guidance: Understand each customer’s unique needs and provide tailored product recommendations and feature access to ensure they derive maximum value from our products.
Technical Support: Address technical queries from customers and collaborate with the engineering team to resolve more complex issues as they arise.
Data-Driven Product Insights: Harness customer data and feedback to drive transformative improvements in the product experience.
Engineering Liaison: Act as a bridge between our customers and engineering teams, translating customer feedback into actionable product improvements and collaborating closely with internal teams to implement these enhancements swiftly and efficiently.
Qualifications
3-4 years of experience with a technical background and demonstrated passion for customer success. A Bachelor’s degree in Computer Science, Engineering or a related field is required.
Ability to quickly grasp new technologies and software development practices. Proficiency across the tech stack is highly valued.
Proven ability to identify, diagnose, and resolve complex technical issues in customer environments, demonstrating exceptional problem-solving skills.
Strong analytical skills, with the ability to engage in critical data analysis and derive actionable insights.
Excellent communication and interpersonal skills, capable of fostering positive relationships with customers and working collaboratively across internal teams.
A hunger for learning and a drive to continuously improve, both in terms of personal skills and the product’s value to customers. Must be motivated, proactive, and capable of thriving in a fast-paced, evolving startup environment.
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